Incident Manager

Description

We are seeking a proactive, technology-forward Incident Manager to oversee and enhance our growing cloud-based operations as we transition from legacy to modern platforms. This role is pivotal in supporting large-scale enterprise environments, driving migration and modernization initiatives, and cultivating a resilient, automation-focused incident management culture. The ideal candidate thrives in dynamic, fast-paced settings, excels at cross-team collaboration, and can communicate effectively with both technical and executive audiences. Top Technical Requirements & Qualifications 5+ years of experience in Incident Management supporting business-critical applications. Expertise with cloud-based monitoring and incident management tools, including Datadog (or similar tools like Splunk), PagerDuty for alerting/escalation, and ServiceNow for incident workflow automation and ITSM processes. Proficiency with cloud platforms (Google Cloud Platform preferred; AWS/Azure also valued), including analysis of cloud console logs and troubleshooting at the network, platform, and application levels. Strong understanding of modern technology stacks: cloud infrastructure, application/infrastructure monitoring, networking, APIs, and distributed systems concepts. Solid grasp of ITIL frameworks, specifically Incident, Problem, and Change Management, and experience enforcing best practices and continuous improvement. Demonstrated ability in process automation, workflow improvement, and leveraging or developing AI-enabled solutions for incident response. Key Responsibilities Incident Leadership & Response: Act as the single point of accountability ("Incident Commander") for major incidents, leading real-time incident bridges, prioritizing and driving resolution, and engaging appropriate technical resources. Classify, triage, and escalate incidents per defined severity and SLAs, ensuring rapid service restoration and adherence to ITIL best practices. Monitor cloud-based systems using Datadog and native platform tools, interpreting alerts and coordinating responses across application, infrastructure, and network layers. Utilize PagerDuty for alerting and escalation, maintain escalation policies, and manage incidents across cloud-native and hybrid environments (including networking, APIs, databases, and edge components). Coordinate and manage incident workflows using ServiceNow, including supporting automation, workflow improvements, and bidirectional sync initiatives. Lead or participate in proactive resilience activities and failover testing to shift toward proactive incident management. Support migration from legacy to modern platforms, understanding both environments and navigating the challenges of large-scale enterprise transitions. Communicate incident status and recaps to technical teams, business stakeholders, and executive leadership, translating technical issues into business-impact-focused updates. Produce post-incident summaries, impact assessments, and executive reports, and contribute to root cause analysis and post-incident reviews. Contribute to sprint/project work, including developing Slack automations and AI-enabled solutions for enhanced incident response and onboarding. Continuously refine incident workflows, escalation paths, and runbooks for improved effectiveness, and track recurring incidents to drive service stability. Support integration among monitoring, alerting, collaboration, and ITSM tools to streamline workflows and promote automation. Preferred Attributes Self-starter attitude with an eagerness to innovate and drive improvements beyond the status quo. Collaborative mindset, with ability to mentor others in best practices and modern incident management approaches. Strong critical thinking, adaptability in ambiguous environments, and effective decision-making under pressure. Desire to contribute to a resilient, proactive incident management culture focused on preparation, simulation, and automation.

Skills

Incident management, Incident response, Problem management, Servicenow, Monitoring tools, Root cause analysis, Itil, Splunk, Itsm

Top Skills Details

Incident management,Incident response,Problem management,Servicenow,Monitoring tools,Root cause analysis,Itil,Splunk,Itsm

Additional Skills & Qualifications

Preferred Attributes Self-starter attitude with an eagerness to innovate and drive improvements beyond the status quo. Collaborative mindset, with ability to mentor others in best practices and modern incident management approaches. Strong critical thinking, adaptability in ambiguous environments, and effective decision-making under pressure. Desire to contribute to a resilient, proactive incident management culture focused on preparation, simulation, and automation.

Experience Level

Expert Level
Job Type & Location
This is a Contract position based out of Austin, TX.
Pay and Benefits
The pay range for this position is $45.00 - $55.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Austin,TX.
Application Deadline
This position is anticipated to close on Mar 21, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.